Workforce Analyst

Job Title: Workforce Analyst

Department: Customer Support Center

Reports To: Workforce Manager

FLSA Status: Regular Exempt

ROLE SUMMARY:

We are a customer centric service center that supports our retail operation. We care deeply for our customers and look for opportunities to exceed their expectations. The Workforce Analyst role is important to the organization because they assist with forecasting, metric reporting, real time adherence and queue management. The Workforce Analysts also assists with identifying risks and opportunities by reporting on attendance, schedule adherence, average handling time, service level, average speed of answer, productivity, occupancy, etc. all to ensure the Customer Support Center meets business targets.

KEY DUTIES AND RESPONSIBILITIES:

• Input and maintain both data and user information in the Workforce Management platform.
• Create monthly schedules for Customer Support Center Team Members.
• Create and maintain the contact center’s PTO calendar, track time off balances, and notify management of changes when applicable.
• Manage the real time schedule adherence, occupancy, and utilization of all Customer Support Center Team Members through notifications to team Supervisors.
• Provide recommendations based on staffing variances & gaps with a focus on maximizing service levels and resource productivity.
• Work with multiple data sets to build reports and generate insights on business performance and opportunities for improvement.
• Perform any other tasks that have been assigned by management.

SKILLS AND QUALIFICATIONS:

• At least 1 year of experience in a contact center and 6 months of data analysis/reporting experience.
• Self-motivated and must excel in a minimally managed, high-profile position.
• Basic knowledge of contact center fundamentals, erlang calculation, and staffing optimization.
• Prefer experience in multi skills-based scheduling for a service level or FTE requirement based on service level objective.
• Ability to coordinate scheduling strategies with operations and other analysts.
• Strong problem solving, research and decision-making skills.
• Strong, interpersonal, communication and analytical skills.
• Organizational and Time-Management Skills.
• Demonstrates professional demeanor.
• Must be able to pass a comprehensive background screening.
• Must be a minimum of 21 years of age.

PHYSICAL REQUIREMENTS:

• Must be able to push, pull, move, and/or lift a minimum of 25 lbs. to a minimum height of 5 feet and able to push, pull, move, and/or carry such weight a minimum distance of 50 feet, with or without mechanical assistance.
• Must be able to work seated and standing as appropriate at workstations for extended periods of time, maintain body equilibrium while climbing ladders, stairways, stopping, kneeling, crouching, and reaching, and use hands/fingers to hold, grasp, turn, pick, pinch frequently/constantly to complete tasks.
• Must be able to have effective communication skills with all levels of leadership.
• Must be able to maintain multiple conversations via telephone, email or chat for extended periods of time.
• Microsoft office basic skills.

WORK SCHEDULE:

• 40+ hours weekly with flexible hours depending on business needs.
• Must be available to work evenings, weekends, and holidays.
• Must be available after hours if an emergency situation should arise.

A comprehensive benefits package including paid time off is offered with this position.

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.

Equal Opportunity Employer l Trulieve Supports a Drug Free Workplace

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Weekends as needed

Work Location: In person